My authenticator app 2FA code is not accepted

There are several common scenarios where you may encounter issues with your 2FA codes and solutions to address them:

1-Out-of-sync TimeIf

If you have access to your 2FA codes but are receiving an 'Invalid login' message, please update the time settings on your phone from Manual to Automatic and ensure the correct code is being used.

2- Incorrect Code Entry

Ensure that you have entered the correct code for the Knooz platform. Double-check the code you are entering to avoid any mistakes.

3. Deleted Authenticator App

If you accidentally delete the authenticator app or lose access to it, you can typically restore your 2FA setup using backup codes provided during the initial setup. Alternatively, if you're using Google Authenticator, you can retrieve your codes by linking your account to your Google account, where you initially registered the codes.

4. Stolen Phone

If your phone with the authenticator app installed has been stolen, it's crucial to act quickly to protect your account. Contact our customer support team immediately to disable 2FA and secure your account. Once your account is secured, you can set up 2FA on a new device.

5. Lost Phone

If you've lost your phone, don't worry. You can still regain access to your account. If you've stored backup codes securely, use them to log in and temporarily disable 2FA. Then, follow the platform's instructions to set up 2FA on a new device.Alternatively, with Google Authenticator, you can retrieve your codes by linking your account to the Google account where you initially registered the codes.

Important Note

If you regenerate a specific 2FA function, you will need to remove the old entry from the Authenticator to avoid confusion.

On iPhone: Click the pencil icon in the upper right corner, select the 2FA function you would like to delete, and then click "Delete" at the bottom of the screen.

On Android: Hold down on the 2FA you wish to remove, then hit the bin icon in the upper right corner.

By following these steps, you can resolve most issues related to 2FA codes not working. If you continue to experience problems or encounter any of the mentioned scenarios, please don't hesitate to contact our customer support team for further assistance.